Product Enablement Lead

Accountabilities: - Product and Systems Expertise: Maintain comprehensive knowledge of payment processing products, card processing solutions, fraud and dispute workflows, processor platforms, and related operational tools. Monitor product roadmaps, release communications, and system enhancements to identify training requirements and ensure learning materials reflect current functionality.

• Curriculum and Content Development: Design and maintain structured, role-based learning paths, instructor-led training, virtual courses, tutorials, workflow guides, playbooks, job aids, videos, assessments, and digital learning resources. Develop complete enablement packages for new product launches and major enhancements, including facilitator guides, demonstrations, practice exercises, and post-training resources.
• Experiential Learning Design: Transition training from presentation-based instruction to hands-on learning through simulations, scenario-based labs, guided system exercises, and realistic troubleshooting activities. Develop progressive learning experiences that build foundational payment knowledge, system proficiency, critical thinking, and advanced operational capabilities.
• Training Delivery and Facilitation: Lead engaging product training for new and existing clients, covering payment processing, card services, fraud and disputes, and supporting platforms. Facilitate onboarding, implementation readiness, go-live preparation, employee education, and ongoing reinforcement through workshops, coaching, office hours, and follow-up sessions.
• Client and Employee Readiness: Develop learning experiences that help participants confidently navigate systems, execute workflows, investigate transactions, resolve common issues, and apply their knowledge independently. Evaluate proficiency through practical demonstrations, scenario completion, and knowledge assessments.
• Product Launch and Release Readiness: Participate in product planning and release discussions to assess training needs, identify readiness risks, and coordinate enablement activities. Ensure approved learning materials are available before implementation deadlines, validate internal team readiness, and incorporate feedback from pilot training into broader rollout plans.
• Internal Knowledge Enablement: Collaborate with Client Services, Implementation, Product, Operations, Fraud Services, and subject matter experts to identify knowledge gaps and develop structured learning programs. Convert specialized knowledge and recurring operational challenges into reusable resources, troubleshooting guides, and practical training scenarios.
• Cross-Functional Collaboration: Serve as the training representative in relevant product, roadmap, implementation, and process-improvement discussions. Partner with technical and operational teams to validate workflows, support testing activities, identify documentation gaps, and communicate recurring customer challenges that may require product or process improvements.
• Learning Platform and Content Governance: Maintain Membership.io, learning management systems, and other designated training platforms as organized and reliable sources of information. Establish consistent standards for content quality, accessibility, version control, ownership, review cycles, and timely updates or retirement of outdated materials.
• Training Effectiveness and Continuous Improvement: Measure learning outcomes through assessments, learner feedback, adoption indicators, support trends, and operational performance. Identify areas requiring additional reinforcement, evaluate whether training reduces recurring knowledge gaps, and continuously improve curricula, delivery methods, and post-training resources.
• Client Experience and Stakeholder Support: Deliver a professional, consultative, and customer-focused learning experience. Act as a knowledgeable resource for training-related questions, escalating complex technical or operational issues to the appropriate teams and ensuring training accurately reflects real-world client workflows.

Requirements: - Industry Experience: At least 5 years of experience in the payments industry, with direct exposure to credit or debit card processing, processor platforms, card servicing, implementations, or payment-related client support.

• Payment Processing Knowledge: Strong understanding of the end-to-end card transaction lifecycle, including authorization, clearing and settlement, transaction exceptions, disputes, fraud considerations, and cardholder servicing workflows.
• Systems and Technical Aptitude: Demonstrated ability to navigate complex processing environments, understand system behavior and dependencies, troubleshoot operational scenarios, and translate technical findings into practical guidance for clients and internal teams.
• Credit Union and Core Processing Expertise: Working knowledge of credit union processing environments, core systems, issuer configurations, and the relationships between processors, payment networks, and downstream operational processes.
• Training and Enablement Experience: Experience developing or delivering hands-on training, scenario-based learning, technical enablement, coaching, or knowledge-transfer programs. Ability to design practical learning experiences that improve system proficiency and operational independence.
• Instructional Design and Adult Learning: Ability to interpret technical documentation, product releases, workflows, and requirements and transform them into clear, accurate, and actionable learning materials. Familiarity with instructional design principles and adult learning methodologies is highly valuable.
• Communication and Facilitation: Excellent presentation, facilitation, storytelling, and written communication skills, with the ability to explain complex technical and operational concepts to audiences with different levels of expertise.
• Cross-Functional Collaboration: Experience working with client services, implementation, product, operations, fraud and disputes, or payment-processing teams. Strong stakeholder-management skills and the ability to validate information with subject matter experts.
• Project and Curriculum Management: Strong organizational and project-management skills, with the ability to manage multiple learning initiatives, maintain content accuracy, coordinate stakeholders, and meet product release deadlines.
• Learning Technology Proficiency: Proficiency with Microsoft Office and experience using learning platforms, virtual training tools, content-authoring applications, or learning management systems.
• Adaptability and Problem-Solving: A proactive, detail-oriented approach to identifying knowledge gaps, resolving training challenges, improving learning processes, and adapting content to different customer environments and operational needs.

Preferred Qualifications: - Experience with Visa DPS products, platforms, roadmaps, release processes, or supporting documentation.

• Familiarity with Visa DPS tools such as VDM, VROL, RSM, and MRT, or comparable payment-processing systems.
• Experience working for a credit union service organization, financial institution, payments provider, processor, or fintech company.
• Background in instructional design, curriculum architecture, e-learning development, learning measurement, or learning management system administration.
• Experience creating simulations, workflow-based learning, system labs, certification exercises, playbooks, job aids, and digital learning content.
• Direct experience with credit card processing, issuer processing environments, card program implementations, or conversions.
• Experience troubleshooting authorization, transaction, settlement, servicing, dispute, fraud, or configuration-related issues.
• Experience designing internal knowledge-development programs that build subject matter expertise and reduce reliance on undocumented institutional knowledge.
• Experience delivering training to both internal employees and external clients across different operating models, client sizes, user roles, and core-processing environments.

Benefits: - Competitive annual salary: $85,000–$95,000 USD.

• Remote work flexibility: The opportunity to work remotely from within the United States.
• Meaningful professional impact: Help financial institutions and credit unions improve payment operations, strengthen product adoption, and deliver reliable customer experiences.
• Professional development: Expand expertise across payment processing, financial technology, instructional design, and product enablement.
• Cross-functional collaboration: Work closely with product, implementation, operations, and client-facing teams to influence learning strategies and improve service delivery.
• Collaborative work environment: Join a team-oriented organization that values innovation, employee growth, and meaningful contributions.
• Opportunity to drive change: Lead the evolution toward hands-on, measurable, and scalable learning experiences that strengthen client and employee performance.

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